Manager Customer Experience

Responsibilities .

As a member of the senior management team provides significant contribution in the identification and development of strategic plans to improve terminal operational performance. .

Continuously drives improvements of functions performed by terminal operations team includes not limited to, check in Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy operation, to position QAS as an innovative, best practice ground handling agent. .

Delivers key strategic projects link that will benefit our business, our people and our stakeholders. .

Plans and adapts the operational implementation in terminal operations based on the analysis and real time environment. .

Creates a strategic plan for terminal that can effectively forecast and plan to provide scenarios, identify risks, opportunities for the operation. .

Plan, direct and control all aspects of Check in & Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy daily operations and outputs. .

Looks for opportunities to improve processes and activities by using/leveraging business technologies and other resources to improve productivity in order to meet the requirement for handling all QAS customer airlines flights. .

Provides oversight of implementation and direction for effective use of business technologies and other resources. .

To coordinate with other QAS/QR departments as well as coordinates with customer facing departments (General Aviation), Baggage and Transport, Trolley Management, Lounge, Porters/PAM, Check-in, Boarding, Transfer Desk, Arrivals) to deliver continuous improvements in customer contact processes and service style in order to eliminate/reduce negative customer feedback, contribute to revenue growth, cost effectiveness and profitability. .

Ensure effective planning and utilization of QAS resources - manpower, equipment and facilities within QAS handled operations sections to fulfil the handling requirement of the Terminal operations portfolio. .

Oversees safety and security spot check on QAS resources - manpower, equipment and facilities as well as passenger terminal facilities, which are utilized by QAS for daily operations. .

Develops a reporting culture within the team of Managers, Supervisor and ensuring safety and performance investigations are complete, accurate and done in a timely manner .

Report to QAS senior management on irregular airport operations, in advance when possible and as soon as the situation arises.Responsibilities .

As a member of the senior management team provides significant contribution in the identification and development of strategic plans to improve terminal operational performance. .

Continuously drives improvements of functions performed by terminal operations team includes not limited to, check in Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy operation, to position QAS as an innovative, best practice ground handling agent. .

Delivers key strategic projects link that will benefit our business, our people and our stakeholders. .

Plans and adapts the operational implementation in terminal operations based on the analysis and real time environment. .

Creates a strategic plan for terminal that can effectively forecast and plan to provide scenarios, identify risks, opportunities for the operation. .

Plan, direct and control all aspects of Check in & Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy daily operations and outputs. .

Looks for opportunities to improve processes and activities by using/leveraging business technologies and other resources to improve productivity in order to meet the requirement for handling all QAS customer airlines flights. .

Provides oversight of implementation and direction for effective use of business technologies and other resources. .

To coordinate with other QAS/QR departments as well as coordinates with customer facing departments (General Aviation), Baggage and Transport, Trolley Management, Lounge, Porters/PAM, Check-in, Boarding, Transfer Desk, Arrivals) to deliver continuous improvements in customer contact processes and service style in order to eliminate/reduce negative customer feedback, contribute to revenue growth, cost effectiveness and profitability. .

Ensure effective planning and utilization of QAS resources - manpower, equipment and facilities within QAS handled operations sections to fulfil the handling requirement of the Terminal operations portfolio. .

Oversees safety and security spot check on QAS resources - manpower, equipment and facilities as well as passenger terminal facilities, which are utilized by QAS for daily operations. .

Develops a reporting culture within the team of Managers, Supervisor and ensuring safety and performance investigations are complete, accurate and done in a timely manner .

Report to QAS senior management on irregular airport operations, in advance when possible and as soon as the situation arises.